H&M Reviews 18,990

Recently returned two items costing over £150, to be given a gift card instead of a refund to my original payment method. I did not request a gift card and definitely want my money back. So has begun a torturous and rather insane interaction with HM customer service. I had no joy with an online web chat where the person kept informing me that although they were very sorry and could see a mistake had been made there was nothing that could be done about it. I found it hard to find an email address for customer service on their website but managed to find one on google. I wrote and have had two emails replies and two follow up telephone calls confirming that the gift card would be cancelled and my money refunded and that someone would be in touch regarding the refund. I have now, 3 days later been contacted by another person who has advised me that no I will not be getting a refund and that everything I had previously been told was incorrect! Each time I respond to an email, a different person writes back, so there is no continuity there, plus they all seem to use cut & paste phrases and paragraphs which also makes me feel as if I am not really connecting with an actual person, who might understand how I might be feeling. This is still unresolved and ongoing at the moment, I feel very shocked and disappointed that such a well known high street brand could give such a shoddy and poor service to its customers.

I ordered clothes for next day delivery. The items never arrived and I didn't receive any updates until I chased via their chatbot. I was then told that the items had been returned to their warehouse, however they will not give me a refund until they have done a damage assessment, despite the damage being caused by the delivery company and not me. It's been almost 2 weeks and I am still waiting for my refund.

Lovely cs assistant at Parkgate store yesterday, so helpful and friendly at the till. Always a great shopping experience at this particular store. Thank you

Reviewer
“WELL, yesterday on 8th june, THEIR WEBSITE CLEARLY SAYS THAT THERE IS A 25% OFF OFFER FOR THOSE CLIENT IF WE BUY ITEMS ON BIRTH DAY DATE. TILL NOW ITS SHOWING THE SAME INFO BUT WHEN I WENT TO STORE AND BUY SOME CLOTHS, THE CASHIER DENIED ABOUT THE OFFER SAID IT WAS ALREADY CLOSED., BUT HOW COME THE WEBSITE STILL SAYS SO. PLEASE DON'T PUT YOUR CUSTOMER ON CONFUSING LIKE THIS. THIS LITERALLY UPSET ME AND WILL TO OTHER CUSTOMERS TOO. ITS A SCAM TO BE HONEST.

I have made 2 orders in the space of three days. Both times an error page has appeares however payment has been taken from my bank account. No order confirmation either. When I have contacted the chat services im told to wait 5-7 days for a refund! I won't bother again.

Terrible costumer service

I got so disappointed with h&m philippines cdo branch. I had to return an item cause it wont fit to someone ill suppose to give a present. Its still has tag but i just lost the physical receipt, but i have receipt through online transaction. Everythings there, trace id, reference id and every information you need. Still they wont accept. How dissapointing.

I love shopping in H & M both online and on retail shop. I always find the price reasonable and items are excellent quality It is easy to navigate the website too. The shipping is average 3-6 working days. The only thing I don't like is
An post delivered it to my neighbour twice?

As always when a store has hundreds of one star reviews there's a reason. I am usually very anal about looking at reviews first, but thought this is H&M and they've always had a good reputation. Turns out I was wrong. Very wrong! The whole return process for a whopping $15 took over two weeks, I had to contact them and ask them where my refund was, and then they stole $6 for the return fee! Lost a customer for life. All at the expense of greed. Good luck H&M staying in business. I imagine this is why you're ripping people off because you're desperate to stay in business but this is the wrong way!

On-time delivery and products exactly as ordered

My order was lost or stolen. I have to wait for two weeks for them to get to the bottom of it. And then another week for my refund. So total of 3 weeks holding my payment. It’s disgusting. No customer care to talk to either.

Extremely disappointed with @hm and their customer service. I ordered a smoked white top but instead received a pair of black slippers, and the quality was terrible too. I raised a complaint immediately after receiving the order and requested a return/refund, but your team kept insisting that the correct item was delivered.

What kind of service is this? The issue was never properly resolved and my refund was refused without any genuine investigation. It’s honestly frustrating and exhausting having to explain the same thing again and again while getting no actual help from the support team.

Customers spend their hard-earned money expecting professionalism, not this kind of careless experience. I trusted H&M, but this has been one of the worst online shopping experiences I’ve had. I still hope this issue gets resolved ASAP because this is completely unfair.

H&M High Street Kensington
Asked for someone to see if she could get me a smaller size in trousers. The assistant in changing room said, I should go and look for it myself. She did not say it in a manner that was acceptable to me. Next another assistant as I was exiting the store was making faces and crazy signs behind customer who was asking another assistant, I assume for advice. I am 60+ so I was angry at attitude. It does not take much to be polite. Oh that was between 1715-1730 ish ,6th June.

The
Store
Manager
Is
A
Bully

Micromanages
Talks Down to Staff
Talks Down to Customers
Targets Specific Employees
Dismisses New Ideas
Disrespectful
Witholds Praise
Easily Threatened
Impatient
Abrasive
Fixed Mindset

With EVERY fibre of my being,

I implore you

I will say it again

I IMPLORE YOU

To never consider a job or position within this H&M store.

All you will find is

Arrogance

And

All you will gain is

Soul Crushing, Earth Shattering, Mind Blowing

Anxiety

Frankly I think you deserve better than that,

If you want to work in Fashion

Avoid H&M Peterborough

Like the Black Death, Smallpox and Ebola combined

Instead go to Singapore and make polyester dresses for Shein on 5 pence and hour

The management will probbaly be better

Kind Regards

Customer service is bottom of the barrel just like the quality of their clothes. They shipped me several items and never gave me an order #, but still charged me. They refuse to take any of the items back or give me a refund without an order number. How can I give you an order number if you don’t provide me with one? In store? Call customer service. Call customer service? Get some slouch who just hangs up on you. Fast fashion trash company.

I used to be impressed by H&M product quality and pricing. But this time, it was just too disappointing. After only one time of wearing my hoody and a short jean pant, the color got dying when I did the laundry. That definitely doesn't worth the price and also destroy the brand reputation. I will never buy from H&M again.

Your staff at Elegante Mall needs better customer service training. While exiting the store, the security alarm beeped and I was stopped for checking. My purchases were scrutinized thoroughly, including every pocket of the items I had bought. After it became clear that there was no issue, no apology or acknowledgment was offered for the inconvenience caused.
Additionally, the staff member at the trial room repeatedly asked me to hurry, despite there being only one person at the billing counter and a waiting time of nearly 20 minutes for billing. The overall experience felt discourteous and poorly managed.
In fact, had the experience at the exit not been so unpleasant, I probably would not have left this review at all. Customers understand that security checks and store procedures are necessary, but they should be carried out professionally, respectfully, and with basic courtesy. I hope appropriate training is provided to the staff to improve the customer experience in the future.

I bought TROURSES from H&M it’s arrived damage I contacted them for return they give QR code I took item to the drop off point they said QR code dosent working. I contacted back to the H&M they said I have to pay 2.99 for return fee. This is a shame. Disappointing customer service is very bad I don’t recommend to anyone👎👎

H&M in Hayes, Lombardy Retail Park.... choice of clothes and the shopfloor was good, staff were friendly.
However the changing rooms were a complete put off. Bunches of hair and dust had collected in the corners, and lipstick on the curtains which were dirty too :(